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Technical Service Delivery Manager at Mirantis | Austin

MirantisAustin
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Qualifications – Required5+ years of experience in technical support, service delivery, DevOps, Site Reliability Engineering (SRE), or comparable customer-facing infrastructure roles. Hands-on experience with Kubernetes and OpenStack within production environments. Deep understanding of Nova, Neutron, Cinder, Keystone, Glance, Ceph, iSCSI, NFS, VLAN/VXLAN, and Software Defined Networking (SDN) concepts. Strong proficiency in Linux administration and distributed systems troubleshooting. Demonstrated experience managing high-severity escalations and engaging with executive stakeholders. Willingness to travel up to 30% and participate in an on-call rotation. Preferred Qualifications:Experience running Kubernetes on top of OpenStack. Exposure to CI/CD processes, infrastructure-as-code practices, and observability tools. Familiarity with GPU and AI/ML workloads and their infrastructure demands. Relevant certifications such as CKA, CKAD, CKS, OpenStack certifications, Docker, or Linux Foundation certifications.

About the job

As a Technical Service Delivery Manager (SDM) at Mirantis, you will be a pivotal figure in our customer success journey, combining technical acumen with relationship management to deliver exceptional support and operational alignment. This hybrid role integrates the expertise of a Level 2 Support Engineer, the relational finesse of a Customer Success Manager, and the ownership mentality of a Technical Lead, overseeing the entire Mirantis platform stack for our enterprise clients. As the primary operational and technical steward for designated accounts, you will adeptly manage escalations, optimize platform operations, and ensure that customers derive maximum value from Mirantis technologies, including Mirantis Kubernetes Engine (MKE), Mirantis Container Runtime (MCR), k0rdent, Lens, and OpenStack.

Key Responsibilities:

Technical Ownership & Support Leadership

  • Act as the leading technical authority for customer environments, focusing on Kubernetes, OpenStack, Linux, networking, storage, and security.
  • Provide advanced L2-level troubleshooting and technical insights across compute, control plane, networking, and storage layers.
  • Diagnose intricate failures across OpenStack and Kubernetes components.
  • Guide clients through upgrades, lifecycle management, capacity planning, and architectural best practices.

Excellence in Support Delivery

  • Ensure customer issues are resolved swiftly within defined SLAs to minimize business disruption.
  • Maintain a customer satisfaction score (CSAT) exceeding 95% across assigned accounts.
  • Conduct proactive platform reviews and implement root cause analysis for recurring issues.

Escalation Management

  • Lead critical P1/P0 escalations, war rooms, and cross-functional incident response teams.
  • Communicate clear and timely updates to customers and internal stakeholders throughout the incident resolution process.
  • Mitigate repeat incidents through structured root cause analysis and strategic improvements.

Account Health & Adoption

  • Conduct regular platform health evaluations and risk assessments.
  • Drive modernization initiatives and promote the adoption of MKE, MCR, k0rdent, and other Mirantis technologies.
  • Collaborate closely with Customer Success Managers on retention, renewals, and expansion opportunities.

About Mirantis

Mirantis is a pioneering open cloud company dedicated to enabling organizations to achieve digital self-determination by providing comprehensive control over their strategic infrastructure. We seamlessly blend intelligent automation with cloud-native expertise to manage and operate virtual machines, containers, Kubernetes, and cloud environments. Our mission is to empower developers and innovators to create remarkable products and services by automating the discovery, integration, and operation of the best cloud and open-source technologies tailored to their unique requirements.https://www.mirantis.com/

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